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Process Owner

--

D&PS Expert

Miriam Luttrin

General Description

The SBS Support Dashboard contains key indicators to measures the performance and the quality of support given to ticketing tools' users by the Processes and IS teams. It gives a consistent view of the tickets volumetry and of the efficiency of the solutions provided.

Target Users

  • IS
  • CRM / BRM
  • Processes Managers

Authorization & Rights

All the accesses must be validated by the
...
Access form   
Tabs

-- KPIs

Overview

  • Overview

Process View

  • Process Support
  • Ticket Satisfaction

IS View

  • Contact Center
  • Support
  • Change Management
  • CGI
  • CAP Gemini
  • Ticket Satisfaction

Feedback

  • Freshdesk Feedback
  • Complaints Focus

Advanced

  • My Report
General Dimensions
  • GBU
  • Zone (of the user)
  • Country (of the user)
  • Site (of the user)
  • Type (ticket type request)
Period of Analysis
  • Current year
  • Y-1

 

 

Not able to find the solution? Contact SBS Support.

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